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Разработан проект внедрения CRM-системы для предприятия электротехнической отрасли с целью сокращения времени обслуживания клиентов и нерационального использования информации. Дана характеристика предприятия, проведён стратегический анализ и выявлены основные проблемы. Для решения проблем предложен проект внедрения CRM-систем. Рассмотрены общие понятия и классификации CRM-систем, выявлены требования к CRM-системе и проведен их анализ. Выбрана CRM-система для внедрения с помощью оценки комплексных показателей, а также представлено его финансовое обоснование. Выполнен логико-структурный анализ проекта. Выполнен анализ рисков проекта и представлено его финансовое обоснование.
A project has been developed for the implementation of a CRM system for an electrical engineering enterprise in order to reduce customer service time and waste of information. The characteristics of the enterprise are given, a strategic analysis is carried out and the main problems are identified. To solve the problems, a project for the implementation of CRM systems was proposed. The general concepts and classifications of CRM-systems are considered, the requirements for the CRM-system are identified and their analysis is carried out. A CRM system was selected for implementation by assessing complex indicators, and its financial justification was also presented. A logical and structural analysis of the project was carried out. The risk analysis of the project has been carried out and its financial justification has been presented.
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